Assertive Telephone Service for Difficult Customers - the art of communication that works!

Live webinar for reception staff
veterinary facility

Date: 05/08/2025
Time: 7:00 PM
Presenter: Anna Olech, Veterinary Technician , Interpersonal Trainer

Have you ever had a difficult phone conversation with a client that left you feeling stressed or frustrated?

If so, this webinar is for you!

What will you learn?

✓ Assertiveness in practice – how to maintain a balance between politeness and firmness, regardless of the tone of the conversation.
✓ Emotion management – how to react to difficult situations and not give in to pressure.
✓ Effective communication techniques – how to formulate clear answers and build customer trust over the phone.
✓ Dealing with criticism – how to respond to complaints and difficult questions without escalating the conflict.
✓ Creating a positive impression – how to end the conversation with both parties satisfied.

Why is it worth it?

✓ You will gain confidence in conversations with difficult clients.
✓ You will build a professional image of your company or office.
✓ You will learn to translate difficult situations into positive relationships with clients.

Program:

1. Basics of effective communication
a. Key principles of telephone customer service
b. Active and empathetic listening
c. Communication style

2. Assertiveness in customer service
a. Building an assertive attitude
b. Conversation control tools
c. Difficult situations with clients

3. Practical exercises
a. Telephone call simulations
b. Case study

4. Summary and Question Session

The webinar will take place LIVE on August 5, 2025 at 7:00 PM. Duration of the webinar is approximately 1.5 hours.
Included in the price: access to the webinar in LIVE mode, PDF materials (manual with communication techniques,
checklist for self-diagnosis of communication style, ready-made scenarios for telephone conversations with difficult clients),
access to the recording for 7 days, certificate (PDF).
After the webinar – time for discussion and asking questions to the presenter

Become a telephone master and learn how to turn difficult conversations into successes!

Sign up today!

Limited places available – don't miss the opportunity to develop your communication skills!